Integrated crisis mapping: Towards a publics-based, emotion-driven conceptualization in crisis communication

• Main Authors: JIN, Yan, PANG, Augustine, CAMERON, Glen T.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2007
• Subjects: Crisis management; Emotion; Publics; Business and Corporate Communications; Communication; Organizational Behavior and Theory
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/6034; https://ink.library.smu.edu.sg/context/lkcsb_research/article/7033/viewcontent/29720421006.pdf
• Institution: Singapore Management University

Extending current situation-based conceptualizations of crisis response, this paper develops a more generic and systemic approach tounderstanding the role of emotions in crisis situations. Taking an integrated approach, the authors propose a public-based, emotion-drivenperspective to crisis communication modeling, mapping different crisistypes, and underpinning them with two continua, the organization’s involvement with the crisis issue and primary public’s coping strategy. Thepaper further argues that the appropriate crisis response and tools tomanage a crisis should address the full range of emotions for optimal effectiveness at both strategic and tactical levels.